Introduction

SW mfg's need to help users -- customization is one way
We don't understand how users customize

What is customization?

Intuitive sense
Restricted definition for thesis
Distinguish from normal use
Distinguish from programming
Reasons for choosing this set

Design of custom SW

Ways of providing customization mechanisms
Design -- more isn't necessarily better
Don't confuse with flexible SW

Perceived value of customization

Customization = tradeoff between work now, efficincy later
How do people choose?  All?  Nothing?
Can we determine an optimal level?
Figure
Explain figure
Problems with calculating figure
informal cost/benefit analysis may affect design 

Why study customization?

Trade-off between customize and other acts
Relation between customization/learning/innovation
More common, poorly understood.  People resist new features
People work in diverse ways -- what tools will work
More important in complex SW environments

Form of user innovation

Differentiate between customize and innovate
Von Hippel sources of innovation
Spreadsheets - example of benefits of limits
SW design - primitives, solve class of problems
Positive/negative influences of SW design on users 
User perceptions of what they can do

Research Strategy

Propose to study this
Theoretical framework and stream 1
Stream 2
Criticize both; frame research in Orlikowski model
Claim customization is Co-adaptive 
Future chapters

Glossary
